Genesys Call Center Sentiment Analysis and Key Phrase Extraction

Discover how our comprehensive solution harnesses Genesys conversation recording, AI-driven transcription, key phrase extraction, sentiment analysis, reporting, customer satisfaction prediction, and agent sentiment improvement into a seamless and efficient package.

How AI Genesys Conversation Analytics Works?

• Data Collection: Precision is our priority. We capture every customer interaction across all communication channels, from phone calls to chat and beyond. This ensures a thorough record of conversations.

• Data Preprocessing: Our advanced AI technology removes noise, including background interference from call recordings and irrelevant information. We then convert call recordings into searchable and readable text transcriptions.

• Key Phrase Extraction: Leveraging natural language processing (NLP) techniques, we extract key phrases from conversations. These key phrases represent the most critical terms and concepts discussed in interactions, aiding in content summarization.

• Sentiment Analysis: Our sentiment analysis component categorizes customer sentiments into positive, negative, or neutral groups. It provides a clear snapshot of customer satisfaction levels, pain points, and emotions during interactions. We utilize sentiment analysis tools and pre-trained models to automate this process, identifying customer satisfaction levels, frustrations, or positive feedback using NLP models.

• Customizable Reporting: Create insightful and customizable reports that offer a holistic view of your customer interactions. Gain valuable insights and trends from the data collected.